Customer Success Director EMEA

1 month ago


London, Greater London, United Kingdom Cervin Full time
The Role:

The Director of Customer Success EMEA will work closely with the rest of the teams to achieve successful customer partnerships, through engagement, exposing new opportunities, improving Net Promoter Score (NPS), references, and retention rates.

  • Develop the Customer Success mission on both operational and strategic levels.
  • Become a strategic advisor serving the customer, helping the customer improve performance and utilization, leading to enhanced NPS and retention.
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction.
  • Attract and recruit top-tier talent.
  • Create dashboards to measure customer success.
  • Coach, develop, and drive performance of individual CSMs.
  • Build strong internal relationships and collaborate cross-functionally to drive training actions, services deployment, effective support, and promoting the value of our product to customers.
  • Manage escalations from direct reports and follow a methodical escalation process to executive management.
  • Understand market trends and keep up-to-date with the latest news and developments impacting our industry.
What We're Looking For:
  • 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role.
  • At least 5+ years in a leadership/management role in a SaaS company overseeing customer experience/success team(s) in a B2B environment.
  • Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization.
  • Demonstrated track record of using data analytics to drive increased value for customers.
  • A passion for customer insights and research in pursuit of effective and efficient customer service and performance-driven.
  • Previous experience leading a successful customer experience/success team in a growth-oriented environment.
  • Travel is required up to 50% of time.

Hot Market Opportunity: Leading organizations are embracing the cloud, data, and AI to rethink and rewire their businesses. According to industry analysts, the integration market alone is growing four times faster than the overall software market, approaching more than $5 billion in revenue.

Innovative Product: SnapLogic is the only company to provide a single, unified platform for all of a company's integration and automation needs: application integration, data integration, API management, B2B integration, and data engineering.



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